All items purchased through our e-commerce website are non-refundable but exchangeable in the case of receiving the goods damaged or faulty.

Eligibility Period
All complaints or requests must be made at least 15 days after your have received your product. Any requests after that will not be entertained.
To complete your requests, we will require a receipt or proof of purchase, enclosed together with a precise photo of the item purchased and where it has been damaged or faulty.

Return Notification Requirement
To ensure a smooth process, all return or exchange requests must be made and approved by Coffee Guru before sending any item back.
Items returned without prior notice or approval will only be considered for exchange (not refund), and any shipping or additional costs will need to be covered by the customer.

Return Channels
Returns or exchanges must be processed through the original purchase channel:

Items bought in-store or www.coffeeguru.com.my must be returned to the same store location.
Items bought via CoffeeGuru online store or marketplaces (e.g., Shopee, Lazada) must follow the respective platform’s return request procedure.

Non-Returnable Items
The following items are strictly non-returnable and non-exchangeable:

Opened food or beverage items (e.g., Fabbri syrups, spreads)
Used or unsealed coffee equipment, ceramics and crockery
Consumables, innerwear (e.g., tote bags with hygiene seals, if applicable), or clearance/sale items
Promotional bundle items, unless the entire set is returned and in original condition
Gift cards
Some health and personal care items

Product with Warranty
If your item is covered under warranty, please note that it is valid only for the period stated at the time of purchase and does not apply to normal wear and tear. We will proceed with an exchange, however a receipt or proof of purchase is required.
Please do not send your purchase back to the manufacturer.

Condition of Returned Items
Presents 'as new' in appearance, is unused and show no signs of use, wear and tear or damage with all included accessories, freegift, manuals, and labels (if applicable)
We cannot accept a return for items that have been used.

Be packaged in it's original undamaged packaging with all product tickets and tags.
The item's original packaging is not marked or used as the outer layer of packaging for transport. Please ensure you do not attach anything to the outside of the original packaging.

Charges
Coffee Guru is not responsible for any freight charges on returned and exchange items unless the item(s) being returned have arrived damaged or faulty in which case we will send a pre-paid return label to send the item back.

Exchange Options
Eligible items may be exchanged for:

The same item in case of defects or incorrect delivery
Another item of equal or higher value (with the price difference to be paid by the customer)
Another item of lower value (no refunds or store credit will be issued for the difference)

Promotion Period Returns
Items purchased under special promotions may only be exchanged for other promotional items:

Of equal or higher value (additional charges apply)
Of lower value (no reimbursements for the difference)
Exchanges are subject to stock availability.

One-Time Exchange Limit
Each purchase (receipt/order ID) is limited to one-time return or exchange only.

No Refunds
Coffee Guru does not offer refunds via cash, credit card, or e-wallet once a purchase is completed.

Store Credit Policy
If a return is accepted under special circumstances:

A store credit may be issued to your registered membership account and is valid for 12 months from the date of issue. Any unused store credit after the validity period will automatically expire and cannot be reissued.
If the customer requests a bank transfer, the refund will be processed within 30 calendar days from approval of the return. Customer must provide accurate bank details and respond to any follow-up queries promptly.
If no request for bank transfer is made within 30 days, the refund amount will remain as store credit in the customer’s account.

Bank refund processing may take up to 14-30 working days, depending on the customer’s payment method and the bank’s standard operating procedures (SOPs).

Shipping Costs
All shipping, delivery, or return courier costs incurred are to be borne by the customer and are non-refundable.

Right to Refuse
Coffee Guru reserves the right to refuse returns or exchanges that do not comply with this policy, or in cases of fraudulent activity or excessive return patterns.

If your order arrives damaged, faulty, incorrect, or doesn’t match the product description, we’re here to help. Please contact us at info@coffeeguru.com.my within 3 business days of receiving your order. We’ll assist you promptly and make the return process as smooth as possible.

Return Window
You must request a return or exchange within 3 days of receiving your item.

Defective or Wrong Item Received
Please contact us before sending anything back. Returns sent without prior notice may not be eligible for exchange or store credit.

Faulty or damaged items are subject to the following conditions:

If an item is faulty or damaged on arrival and the fault/damage amounts to a major failure of the product you are entitled to a refund or a replacement of the product.
If the item fails to be of acceptable quality but the failure does not amount to a major failure you are entitled to have the item repaired or replaced. Coffee Guru will determine the extent of the failure once assessed by a team member.
Faulty/damaged items being returned must include a copy of the receipt/invoice for the order.

Condition for Return
Returned items must be:
Unused
In original packaging
Inclusive of all accessories or free gifts

What You Can Get:
Exchange for the same item (if defective or wrong item sent)
Exchange for a different item (top-up may apply if price differs)
Store credit of the item's value (with a free shipping on your next order)

Non-Returnable Items

Opened food or beverages
Used equipment, or items with missing packaging/accessories
Clearance, sale, or promotional bundles (unless the entire bundle is returned)

Return Shipping
We’ll issue you a return airway bill (AWB). Please drop off the item as instructed. Re-shipping of the exchanged item will be borne by CoffeeGuru.

We recommend that you keep your original product packaging. In the unlikely event that you are required to return the goods and you do not have the original packaging, you will bear the responsibility for safely packaging your the goods for transport and Coffee Guru accepts no liability for any damage that may occur in transit.

At Coffee Guru, we take pride in the quality of our products and service. However, if you're not satisfied with your purchase for any reason, we're here to help. Kindly note: please do not return your item directly to the manufacturer.

All complaints or requests must be made at least 15 days after your have received your product. Any requests after that will not be entertained. To complete your requests, we will require a receipt or proof of purchase, enclosed together with a precise photo or video of the item purchased and where it has been damaged or faulty.

1. Eligibility for Refund
Refunds may be requested under the following circumstances:

The product received is defective, damaged, or incorrect.
The order was cancelled before it was processed or shipped.
The item is returned in its original, unused condition, subject to our return guidelines.

2. Non-Refundable Items
Items are non-refundable unless they are defective, damaged, or incorrect; we do not accept returns due to change of mind or non-faulty reasons.

3. Refund Method
By default, all refunds will be issued in the form of store credit, which can be used for future purchases at CoffeeGuru.

If you prefer a cash refund via bank transfer, please contact our customer service team within 30 days from the date your refund is approved. You may do so by emailing us at info@coffeeguru
Once a bank transfer refund is requested, the process may take up to 14 working days, depending on your payment method and your bank’s standard operating procedures.
If no request is made within 30 days, the refund will remain as store credit in your account.
Once issued, store credit is non-refundable and non-exchangeable for cash.

There are certain situations where only partial refunds are granted (if applicable) Products with obvious signs of use.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.

3. Store Credit Terms
Store credit will be issued to your registered membership account and is valid for 12 months from the date of issue.
Any unused store credit after the validity period will automatically expire and cannot be reissued.

4. Contact Us
If you have questions about your refund eligibility, store credit, or bank transfer, feel free to reach out:

Email: info@coffeeguru.com.my
Our customer service team is available Monday–Friday, 10am to 6pm (excluding public holidays).